Automated tagging of targeted media resources

ABSTRACT

The present disclosure provides systems and methods for tagging or identifying bad, faulty or objectionable media resource files in real time, as the media is playing, by users who are exposed to the media. The tagging is simple to use and easy to remember, allowing for increased use of the tagging process to identify, correct and replace bad, faulty or objectionable media.

BACKGROUND OF THE INVENTION

1. Field of the Invention

The present invention relates generally to mobile telecommunicationsnetworks. More specifically, the present invention relates totransmitting signals between end-user clients and application serversfor troubleshooting and other useful purposes.

2. Background of the Invention

As the integration between mobile services and internet servicesdevelops, mobile operators are providing more internet-like services.Since customers are downloading increasingly large amounts of data frommobile networks, there is a need for more sophisticated error reportingand customer services.

Internet usage is becoming more widespread and computers are becomingincreasingly smaller and portable. Thus, there exists a growing vacuumfor wireless handheld devices that can access multimedia and onlineresources. This vacuum is being filled from various directions in theform of faster data-transfer protocols, stronger standardization betweentechnologies, increasingly powerful wireless devices, and large amountsof investment by cellular operators in ensuring that their networks canimplement these technologies. What opportunities were once solely in therealm of the internet are now opening up in the cellular or mobileworld. Already, media file downloading has become a lucrative businessmodel. With the increasing availability of MP3 files, JPG images, andother resources for download, more cellular telephones are being used asportable music players, photo albums, video cameras, game consoles, etc.As the internet and cellular worlds merge, there is a growing need forsmoother communication between devices and networks, and for cellularoperators to be on top of things in terms of understanding commonproblems and providing better customer service.

In response to this growing integration, mobile telephone technology hascome a long way from the 1st generation of analog cellular phones, knownas 1G. The second generation, 2G, was based on 100% digitaltransmissions. This allowed for the transfer of both voice and data,including SMS and email. The most enduring standard of 2G has been theGlobal System for Mobile Communications, or GSM. GPRS technology wasadded to the GSM framework in 2.5G (en route to today's 3G). This pavedthe road for increasing use of the Internet over cellular phones. GPRSallowed packet-switching, allowing more efficient data transfer than2G's circuit switching. Alongside 3G came increasedbandwidth/frequencies for data-only, with lower incremental cost.

In defining the 3G standard, The 3rd Generation Partnership Project(3GPP) has standardized several network, signaling, and transportprotocols. A good example of one such standardization is the networkarchitecture of the IP Multimedia system (IMS). IMS basically describesa system by which mobile operators can offer and charge for discreteservices that are usually available on the internet, alongside currentservices being offered. This architecture works with anypacket-switching network, is IP-based, and therefore has tremendouspotential for services like VoIP, push-to-talk, videoconferencing, IM,presence information, etc. An example of a standardized signalingprotocol is the Session Initiation Protocol (SIP). SIP allows twoelements in a network to find each other and open lines of communicationeasily, and is a significant part of IMS.

Currently the system is not as robust as a proper IP-based system suchas the internet. If for any reason a customer is dissatisfied with amobile internet service, it is not an easy task to report the problem.There has been a boom in the “push” part of the content deliverybusiness, but two-way transfer between the customer and the mobileoperator is still underdeveloped.

When dealing with media resources, the mobile operator should ideally beaware of any problems in their resource database. Typical examples ofthese problems include, but are not limited to, poor quality media,faulty/corrupted files, packet losses in transmission, mislabeled ornon-existent media resources, offensive media resources and bottlenecksin the system.

Unfortunately, the symptoms of these problems are most often experiencedon the customer's end. At this point, the mobile operator will benefitif the customer can report these symptoms to the operator. However, atpresent, this process is laborious and is cost and time-inefficient inmany ways. This is because there are additional costs to the customer;the customer usually has to call the mobile operator, and wait to berouted to the correct person; the customer cannot provide all preciserelevant information required, such as media type, exact time, errordetails, etc.; and Interactive Voice Response (IVR) systems arefrustrating to use for most customers. There are additional costs to theoperator as well, including: special equipment to monitor mediaresources 24/7; increased staff to handle customer complaints; andoverall lower level of customer satisfaction.

In summary, telephone or communications companies cannot provide highquality service when they cannot fix small problems quickly. Thus, thereis a need for a simple and efficient method to inform mobile operatorsabout potential problems with their media resources; a method thatrequires almost no work at all on the customer's part, and that couldactually incentivize the customer to report the problem.

SUMMARY OF THE INVENTION

The present invention addresses the need to detect bad media resourcesby providing a system for customers to “tag” the bad media in real-time.Depending on the transmission protocol being used, this tag can bereceived and analyzed by the mobile operator within a short amount oftime (e.g., seconds) after the customer initiates the process. Uponreceiving a bad media file or hearing poor voice quality, the customercan initiate a tagging process. The customer's mobile device will send apreliminary tag via the cellular network to the Application Server (AS).The AS will retrieve any additional related information from a resourcedatabase, and will store this report in an event log or trouble log. Thedata in this log can be analyzed and a troubleshooting sequence can beinitiated.

The customer owns a mobile device that is equipped with error-reporting.When the customer detects a bad resource, such as a defective or missingmedia file, or poor voice quality, they may initiate a tagging processby typing in a predefined code. This tag can be initiated immediately orwithin a certain window of time after the customer detects the badresource. Depending on the signaling protocol being used, the tag willtraverse various elements in the cellular network before reaching itsdestination. One exemplary embodiment uses a Session Initiation Protocol(SIP) tag that will traverse various proxy servers before reaching aSIP-enabled AS. The AS then pulls up the related resource from adatabase, possibly invoking a Media Resource Function (MRF). The AS thencompiles an error report with all relevant information, and stores thisreport in a trouble log for further analysis. The receipt of a tag couldalso be trigger an automated diagnostic routine. At this point, thecustomer is informed via the network that the problem is being solved.

Real-time tagging eliminates the need for any further research into whenor where the problem occurred. Tagging these resources happens inreal-time so all relevant data regarding the incident is available.Tagging can create a useful database of events with accurate data forimproved troubleshooting of bad media, thereby saving the operatorendless time and resources in diagnosing the problem.

In one exemplary embodiment, the present invention is a network systemfor communicating error details to a telecommunications operator. Thenetwork system includes a wireless device capable of transmitting amessage over a cellular network; a unit that is capable of receiving themessage; and a unit that is configured to combine the message withadditional information and compile a report.

In another exemplary embodiment, the present invention is a networksystem for communicating error details regarding voice and multimediaresources to a telecommunications operator. The network system includesa wireless device capable of transmitting a message over a cellularnetwork; one or more proxy servers to route the message; a unit that iscapable of receiving the message; a database containing informationrelated to the voice or media resource; a unit that is capable ofretrieving information from said database; and a unit that is configuredto combine the resource details with an error message to compile anerror report.

In yet another exemplary embodiment, the present invention is a methodfor identifying problematic media resources in real time on a wirelesscommunication network. The method includes recognizing problematicresources on the client side; assembling a preliminary report containingerror details; sending preliminary report over the network to anapplication server; collecting related information from a media resourcedatabase; combining related information with a preliminary report tocompile an error report; and using said error report to diagnose theproblem.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 shows a high-level schematic of a cellular device communicatingan error with the cellular network, according to an exemplary embodimentof the invention.

FIG. 2 shows a flowchart outlining the tagging process according to anexemplary embodiment of the invention.

FIG. 3 shows a schematic of a process using SIP messaging to report abad resource, according to an exemplary embodiment of the presentinvention.

FIG. 4 shows a schematic of a process using USSD messaging to reportpoor voice quality, according to an exemplary embodiment of the presentinvention.

DETAILED DESCRIPTION OF THE INVENTION

The present invention addresses the need to increase awareness of faultymedia resources by allowing the recipient of the resource to “tag” themedia instantly. As shown in the system architecture of FIG. 1 andflowchart of FIG. 2, once the Client 110 recognizes a bad resource 100from the cellular network, the Client 110 may initiate the taggingprocess. Depending on the signaling and transport protocol being used,the tag makes its way 120 through the cellular network before reachingthe respective Application Server (AS) 130 that controls the resource.The AS 130 may then retrieve any associated information about theresource from a resource database 135, possibly invoking the MediaResource Function (MRF) in the process. The AS 130 will then compile atag consisting of the initial tag and the additional information, andmay store the tag in a trouble log 140 for further analysis.

The client may be any cellular telephone, wireline telephone, PDA,smartphone, PC-Card, or any other device that can receive data from acellular network. The resource itself may have been transmitted via anycurrent or future data-transfer protocol used in cellular networks,e.g., GPRS, CDMA, EDGE, 1xEVDO, etc. The resource may be streamed overthe network or downloaded directly to the client. The data may be freeor the client may have been billed for access to the resource.Alternatively, the resource could simply be voice audio from anotherclient, or voicemail, or audio from a VoIP session.

Whatever form it may take, the resource may be “bad” for a number ofreasons. For instance, the client may have received the wrong mediaresource, which could mean that a resource file is mislabeled on theserver. Even if the correct clip is loaded, the file itself could bedamaged or corrupted. Alternatively, there could also be problems in thetransmission of the file for a variety of reasons such as packet losses,delay, jitter, or some other technical problem. Perhaps the mediaresource is incompatible with the client device or model. Also, withtelecom companies offering such services as personalized greetings,ringing tones, or playback tones that are configured by another party,there is a risk that the client may find the clip offensive. Forimproved customer satisfaction, it would be vital to be able to tagthese bad or offensive resources for further troubleshooting orinvestigation.

In any case, a bad resource has to be recognized as such before it canbe tagged. In one exemplary embodiment, the customers themselvesrecognize a bad resource and can tag it immediately or within a presetwindow of time after the resource has been identified. The customerwould download, view, or listen to the clip, decide that there is aproblem with the clip, and then initiate the tagging procedure. Thiscould likely be the case for mislabeled or potentially offensiveresources. Alternatively, the bad resource could be recognized by anautomated detection system that is part of the client. The detectionsystem could be software or hardware based, and may detect errors in thedata stream, or inconsistencies between the resource data and what theclient requested. This program could inform the client user that themedia resource is faulty or mislabeled, and could also initiate thetagging process on behalf of the user.

Once the resource has been identified, the next step is to create apreliminary “tag” to transmit to the cellular operator. This preliminarytag will contain all relevant information that is available at the timeincluding, but not limited to: date and time; client phone number;client hardware or cell phone model; information on the media resourcebeing tagged; and error code or details if available (missing data,corrupted stream, packet loss, bad filename, etc.).

The actual content of the tag will depend on the signaling protocol thatwill be used to transmit the tag. In one exemplary embodiment, as shownin FIG. 3, the client uses the Session Initiation Protocol (SIP) totransmit the tag. SIP is in increasing use today for a number ofprocesses, especially in the VoIP realm. In this exemplary embodiment,the user could initiate the tagging process by typing in a predefinedcommand, or the automated system could initiate the tagging process byassembling and transmitting the tag. In either case, the SIP-enabledclient composes a SIP message with encoded details listed above andtransmits the tag to the Media Resource Function (MRF) 333 or theApplication Server (AS). An added extension to the protocol, SIP InstantMessaging and Presence Leveraging Extensions (SIMPLE), contains aMESSAGE function that can transmit instant messages with any text orbinary content. Alternatively, the SIP-enabled client will initiate asession with the MRF/AS via SIP, and then use RTP or any equivalentprotocol having similar functions to transmit the body of the tag to theMRF/AS. The benefits of using SIP are that it is flexible, there is noneed for any intelligence (apart from routing) between the client andthe server, and the technology is scaleable, in that any upgradedapplications (including JAVA apps) on either end will be supported inthe future.

In another exemplary embodiment shown in FIG. 4, the client may use anUnstructured Supplementary Service Data (USSD) code to report a badresource. The client is either informed of or programmed with apredefined code for reporting an error. USSD codes may be appropriatefor reporting a poor quality voice call. In such a case, the user wouldpunch in the USSD code and the phone number dialed, or the client's ownphone number. The code could look like this: *123*cell# where *123 isthe predefined error code and cell# is the client's cellular number orthe dialed party's number. Alternatively, a USSD command could be usedas a front-end for launching a text-based menu application that allowsthe client user to interactively select more details about the badmedia. Advantages of using USSD include the fact that USSD capability isbuilt into most GSM networks and is available to almost all existing GSMhandsets, with no handset or SIM card upgrade necessary.

However, this invention is not restricted to currently existingprotocols. One skilled in the art should be able to apply this conceptto numerous existing and future protocols ranging from the PSTN SS7protocols to SIP-like protocols involving instant messaging over IPnetworks.

The client 110 then sends the tag out 120 to the application server 130.On its way to the application server, the tag is routed through relevantnetwork elements depending on the protocol being used. In the embodimentshown in FIG. 3, solid arrows 321 show a data transfer, dashed lines 322show a SIP message. The SIP tag 320 will traverse multiple proxy servers325 before it reaches the AS 331 and/or MRF 333. Once the tag reachesits SIP-enabled destination, there will be direct communication betweenthe Client 310 and the MRF/AS 333/331, at which point more data can betransferred between the two using an appropriate transport protocol.Alternatively, the SIP message itself may contain the relevantinformation which is then processed by the MRF/AS 130.

In the USSD exemplary embodiment shown in FIG. 4, the message will reacha USSD server 425 via one or more Mobile Switching Centers (MSCs) and aHome Location Register (HLR) 424. The HLR routes the message to theApplication Server or the Service Control Point 430 that manages theresource, thus opening a session 450 between the Client 410 and theAS/SCP 430. Alternatively, the HLR can route the message to the AS/SCPvia a USSD Server 425.

The AS 331 is programmed to recognize the tag, combine it withadditional data, and create a trouble log for all bad media events.Within the AS/MRF package 331/333, media resources are handled by theMRF 333 which consists of a Media Resource Function Controller (MRFC)and a Media Resource Function Processor (MRFP). The MRFC acts as acontrol layer which co-ordinates operations between the AS and the MRFP.When the application server requires media processing it sends a requestto the MRFC which in turn manages the MRFP to invoke the mediaprocessing required for media transcoding, anchoring and streaming. Themedia resources are stored on a database 135, 335, e.g., a song or ringtone database.

In the exemplary embodiment shown in FIG. 3, the AS 331 instructs 336the MRF 333 to retrieve specific information on the problem resourcefrom the resource database 335. This could include the file type, size,version, attributes, DRM info, etc. The AS 331 then combines thisinformation along with the information from the Client's tag to compilean error report. This report is stored in an event log, or trouble log140, 340. The advent of software-based standalone IMS-compliant MRFservers adds to the flexibility of the system since the MRF canlogically be placed at any point in the network chain. For instance, theclient 310 can interact 334 with the MRF 333 to bolster its tag beforesubmitting the tag 350 to the AS 331. Alternatively, the Client 310 cansubmit the tag to the MRF 333, which will add additional informationbefore submitting the tag to the AS 331. The AS 331 will finally compilethe report, adding any additional information, and store it in thetrouble log 340.

At this point the bad media is properly tagged, and all tags are storedin a trouble log 140, 340. The trouble log 130, 340 provides a number ofuses. The stored tag can be analyzed by a human who can review patternsof errors and troubleshoot them with accurate information. For instance,a certain model of mobile telephone may have trouble loading JPG imagesfrom the MRF. Perhaps members of area code 571 may be unable to receivepersonalized ring-back tones. These problems can be detected quicklywith real-time tagging. Apart from a human review, the creation of a tagcould initiate an automated quality check routine for the taggedresource. This automated routine, for example, could compare the tagwith existing tags in the trouble log, and notify the administrator ifthe number of events for a certain resource reaches a pre-designatednumber x, or if pre-designated n number of subscribers encounter badcalls during peak hours. Many such scenarios are evident to one skilledin the art after consideration of the present disclosure and are thuswithin the scope of the present invention.

Meanwhile, the AS 130 can send a message 150 to the client 110,confirming receipt of the tag and that troubleshooting has begun. Thismessage could be sent via SMS, voicemail, SIP email, or any equallyuser-friendly method. Also, since consumers are typically billed forcertain media resources (e.g., MP3, JPEG, etc.), the AS/MRF could alsorefund money to users based on the problem with the media, or send thema message to please try again.

One of the many advantages of the present invention is that it enablesmedia tagging to occur in real time. Faulty media can be tagged as soonas it is detected by the client (human or electronic). The client, AS,and MRF work together to get as much information as is relevant at thetime the tagging is initiated. Mobile operators will also benefit fromgiving their subscribers access to these user-friendly customerservices. Real-time tagging of bad media is an ideal way for operatorsto gain operational efficiency in their contact centers, withsubscribers able to resolve day-to-day requests themselves. It alsoimproves levels of customer service as IVR systems are sometimes animpersonal method of interacting with customers and indeed can result inpoor customer service with subscribers being kept on hold for a lengthyperiod of time.

The foregoing disclosure of the exemplary embodiments of the presentinvention has been presented for purposes of illustration anddescription. It is not intended to be exhaustive or to limit theinvention to the precise forms disclosed. Many variations andmodifications of the embodiments described herein will be apparent toone of ordinary skill in the art in light of the above disclosure. Forexample, the above configuration as shown and described may be used onWiFi and WIMAX networks as well as cellular using the above, similar orequivalent configuration. The scope of the invention is to be definedonly by the claims appended hereto, and by their equivalents.

Further, in describing representative embodiments of the presentinvention, the specification may have presented the method and/orprocess of the present invention as a particular sequence of steps.However, to the extent that the method or process does not rely on theparticular order of steps set forth herein, the method or process shouldnot be limited to the particular sequence of steps described. As one ofordinary skill in the art would appreciate, other sequences of steps maybe possible. Therefore, the particular order of the steps set forth inthe specification should not be construed as limitations on the claims.In addition, the claims directed to the method and/or process of thepresent invention should not be limited to the performance of theirsteps in the order written, and one skilled in the art can readilyappreciate that the sequences may be varied and still remain within thespirit and scope of the present invention.

1. A network system for communicating error details to atelecommunications operator, the network system comprising: a wirelessdevice enabled to use one of a SIP protocol and a USSD messagingservice, the wireless device capable of transmitting a message over awireless network, the message being related to poor quality of one of avoice, video, audio, and multimedia resource, the message comprising atag created by a user to signify a problem with a resource, the taginitiated by entering a predefined code within a certain period of timeof the problem with the resource, the message including resourceinformation that is available at the time including a date and a time, aclient phone number, a model of the wireless device, an identificationof the resource, and an error code indicating the resource as one ofincompatible with the wireless device and offensive to the user; anApplication Server on the wireless network that is capable of receivingthe message, the Application Server including a Service Control Point onthe wireless network; and a database containing additional informationabout the resource, capable of sending the additional information aboutthe resource to the Application Server, wherein the Application Serveris configured to combine the message with the additional informationfrom the database and compile a report and refund money to the userbased upon the problem with the resource.
 2. The network system of claim1, wherein the wireless device is a cellular phone, smartphone/PDA, orwireless-enabled computer.
 3. The network system of claim 1, wherein themessage traverses one or more network elements before reaching itsdestination.
 4. The network system of claim 1, wherein the multimediaresources are controlled by a Media Resource Function.
 5. A networksystem for communicating error details regarding voice and multimediaresources to a telecommunications operator, the network systemcomprising: a wireless device equipped to use one of a SIP protocol anda USSD messaging service, the wireless device capable of transmitting amessage over a cellular network, the message being related to poorquality of one of a voice, video, audio, and multimedia resource, themessage comprising a tag created by a user to signify a problem with avoice or media resource, the tag initiated by entering a predefined codewithin a certain period of time of the problem with the voice or mediaresource, the message including resource information that is availableat the time including a date and a time, a client phone number, a modelof the wireless device, an identification of the voice or mediaresource, and an error code indicating the resource as one ofincompatible with the wireless device and offensive to the user; one ormore proxy servers to route the message; an Application Server on thecellular network that is capable of receiving the message routed throughthe one or more proxy servers, the Application Server including aService Control Point on the cellular network; a database containinginformation related to the voice or media resource; a retrieving unitthat is capable of retrieving information from said database; and acombining unit that is configured to combine the resource details withthe message to compile an error report, wherein the Application Serveris capable of refunding money to the user based upon the problem withthe voice or media resource.
 6. The network system of claim 5, whereinthe wireless device is a cellular phone, smartphone/PDA, orwireless-enabled computer.
 7. The network system of claim 5, wherein themultimedia resource is controlled by a Media Resource Function.
 8. Amethod for identifying problematic media resources in real time on awireless communication network, the method comprising: recognizing aproblematic media resource on a wireless device, the problematic mediaresource being related to poor quality of one of a voice, video, audio,and multimedia resource, the wireless device enabled to use one of a SIPprotocol and a USSD messaging service; tagging the problematic mediaresource, the tag initiated by a user entering a predefined code withina certain period of time of the recognition of the problematic mediaresource; assembling a preliminary report containing error details, thepreliminary report comprising the tag created by the user, thepreliminary report including resource information that is available atthe time including a date and a time, a client phone number, a model ofthe wireless device, an identification of the voice or media resource,and an error code indicating the resource as one of incompatible withthe wireless device and offensive to the user; sending preliminaryreport over the network to an Application Server, the Application Serverincluding a Service Control Point on the network; collecting relatedinformation from a media resource database; combining relatedinformation with the preliminary report to compile an error report;using said error report to diagnose the problem; and refunding money tothe user based upon the problematic media resource.
 9. The method ofclaim 8, wherein the preliminary report is transmitted using aproprietary or open telecommunications signaling protocol.